Sr. Salesforce Reporting Manager

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
The Senior Salesforce Reporting Manager is responsible for delivering and continuously supporting critical Salesforce/GPS reporting capabilities that enable leaders and business partners to effectively manage operational performance and make data-informed decisions. This role serves as a trusted partner to leaders and cross-functional stakeholders by translating business needs into actionable reporting solutions and insights, validating reporting outcomes, and providing consultative guidance on reporting feasibility, design, and interpretation.
This role is accountable for the accuracy, reliability, and sustainability of reporting assets while supporting ongoing maintenance, troubleshooting, access administration, and reporting-related knowledge transfer. The role also partners across business and technical teams to investigate reporting defects, resolve data discrepancies, and improve the overall usability and effectiveness of reporting capabilities. Beyond core reporting delivery, this role proactively identifies process improvement opportunities and leverages new data and reporting technologies to streamline workflows, reduce manual effort, and expand the insights available to business stakeholders.
Key Responsibilities
Own the delivery, quality, and operational stability of critical Salesforce/GPS reports, dashboards, and recurring reporting processes supporting Commercial Contact Center operations.
Build new reports and enhance existing reports based on business and operational needs
Maintain reporting assets as organizational structures, departments, supervisor assignments, and business processes evolve
Translate business requirements into scalable reporting solutions that provide clear and actionable outputs
Enable insights for business stakeholders by analyzing reporting trends, highlighting key drivers, and translating data into clear, actionable recommendations
Validate reporting results and investigate discrepancies raised by leaders, operations teams, and business partners
Serve as a consultative partner on reporting feasibility, reporting limitations, and report design decisions
Support reporting access, permissions, save/share capabilities, and related user support needs
Investigate reporting defects and platform issues affecting data accuracy or reporting functionality, including cross-functional coordination where needed
Document reporting logic, business rules, known limitations, and transition materials to support sustainability and knowledge transfer
Provide reporting training, user coaching, and job aids that improve reporting adoption and effective use
Identify and lead process improvement opportunities that improve reporting efficiency, reduce manual work, and strengthen reporting consistency and governance
Partner with business stakeholders to understand operational challenges and recommend where data, reporting, or automation can improve processes and outcomes
Evaluate and apply new data and reporting technologies (e.g., Google BigQuery, Dataiku, Tableau/Power BI, and AI-enabled tools) to automate manual processes, expand analytical capabilities, and enable self-service insights
Leadership & Collaboration Scope
Functions as a subject matter expert in Salesforce/GPS reporting
Serves as a trusted advisor to leaders and business partners on reporting design, feasibility, and interpretation
Collaborates across operations, reporting, and technical partners to support reporting solutions and issue resolution
Leads through expertise, credibility, collaboration, and influence rather than formal organizational authority
Decision-Making & Impact
Makes decisions regarding report design, filters, logic, and reporting structure within assigned areas of responsibility
Accountable for the accuracy, reliability, timeliness, and usability of reporting deliverables
Balances business requests, reporting limitations, and operational priorities to recommend practical solutions
Provides reporting visibility and guidance that supports business decisions and operational management
Identifies and escalates risks, dependencies, and reporting issues that may affect leadership reporting or business operations
Required Qualifications
2+ years Salesforce report building and platform administrative experience is required for this role or a combination of 1+ years’ experience and at least one current, active Salesforce administrator certification.
2+ years demonstrated experience building, modifying, maintaining, and troubleshooting reports and dashboards in Salesforce
2+ years’ experience in Google BigQuery and SQL, writing and executing queries from multiple data sources.
Experience validating data accuracy, investigating reporting discrepancies, and explaining findings to business partners or leaders
Experience translating business questions into reporting requirements and advising on reporting feasibility, design, and limitations
Experience supporting reporting access, permissions, and user support needs
Strong analytical, problem-solving, and critical-thinking skills
Strong written and verbal communication skills, including the ability to explain reporting logic and findings clearly
Proven ability to manage multiple priorities and deliver results in a fast-paced environment
Demonstrated ability to work across cross-functional teams and stakeholders
Preferred Qualifications
Additional active Salesforce certifications focused on platform app builder and analytics
Strong proficiency in building data visualizations and insights using Tableau or Power BI
Experience with data wrangling tools like Dataiku and Python
Experience supporting operational reporting in a complex business environment
Experience with reporting modernization, automation, or process improvement efforts
Experience with reporting governance, controls, and metric standardization
Call Center experience
Experience supporting leaders through reporting, analytics, and decision-support activities
Experience working with platform defects, reporting investigations, or cross-functional issue resolution
Experience creating training materials, job aids, or knowledge-transfer documentation
Exposure to modern analytics, automation, or AI-enabled reporting tools
We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate
Education
Bachelor’s degree in Analytics, Business, Information Sstems, Computer Science, or equivalent work experience
Pay Range
The typical pay range for this role is:
$82,940.00 - $182,549.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer wi

Skills
Salesforce, Python, SQL, Power BI, Tableau, Process Improvement, Documentation

Experience
2+ yrs